customer service

Question Description

From the e-Activity, analyze the role that customer service plays and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service.

Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the text. Evaluate how each of the activities impacts the management of goods and services that Zappos provides. Include one to two examples from each activity to support your position

CUSTOMER SERVICE IN ZAPPOS
Customer service is the assistance provided by an organization to the customers that buy
its goods or use its services. Zappos has committed itself to excellence in its customer service
department. Customer service is vital in the company’s operations as it has provided the direct
connection between the customers and the company. The company takes every employee
including the executives through a four-week course on customer service. Through the process,
they make sure to retain peopl...